Help Desk Support Technician

About Mobile Loaves & Fishes

Mobile Loaves & Fishes (MLF) is a social outreach ministry that has been empowering communities into a lifestyle of service with the homeless since 1998. Founded in Austin, Texas, the organization serves its homeless neighbors through three core programs: Truck Ministry, Community First! Village, and Community Works. Often referred to as the most talked about neighborhood in Austin, Community First! Village is a 51-acre master planned development that provides affordable, permanent housing and a supportive community for men and women coming out of chronic homelessness. We are now embarking on a new phase of community expansion, adding more than 1400 new neighbors over the next 5-10 years.

About the Role

The Help Desk Support Technician will provide point of care customer service, and resolve staff related technical software and hardware problems in accordance with established policies and procedures set by the Information Technology (IT) department at Mobile Loaves & Fishes.

This is a full-time, non-exempt hourly position reporting to the Director of Information Technology. Due to the nature and requirements of the position, hours are flexible to fit need, but typically include 8am-5pm Monday-Friday. Some nights and weekends may be required. The Help Desk Support Technician will office at Community First! Village located at 9301 Hog Eye Road, Austin, TX 78724.

Duties & Responsibilities

• Resolve employee technical software and hardware problems
• Diagnose and/or resolve problems in response to employee Help Desk reports
• Deliver and log IT employee support services
• Make recommendations for improvements to the efficient use of MLF's systems
• Respond to employee special requests
• Maintain and update system files to control all aspects of system operations and access
• Manage the Help Desk and MLF systems performance
• Maintain daily, weekly, and monthly reports on the Help Desk response performance
• Provide customer feedback to the appropriate external support teams
• Perform remote troubleshooting through diagnostic techniques
• Resolve issues in a Help Desk ticketing system
• Track and monitor all IT equipment
• Other Duties & Responsibilities as needed

Knowledge, Skills, Abilities & Principles

• MLF is a faith-based organization whose ideals and philosophy come directly from the Gospel of Jesus Christ. As an organization, we strive to reflect this precept in our communications, both internally and externally.
• Commitment to serving those who have experienced homelessness and personal alignment with MLF's vision, mission, core values, and goals.
• Bachelor's degree in computer science, information systems, engineering or related field, or relevant work experience
• Experience and understanding of the following technologies:
  • DNS and DHCP management
  • AD, ADFS, and SSO technologies
  • Application monitoring and reporting tools
  • PowerShell and other automation technologies
  • AWS and Azure cloud services
  • Microsoft 365 Platform
• Excellent analytical, conceptual thinking, problem solving, planning, and execution skills
• Excellent Time Management and prioritization skills
• Excellent verbal and written communication skills, including the ability to explain technical concept
• Strong customer service orientation and a punctual, professional demeanor
• Ability to quickly shift and adapt to an evolving and growing infrastructure
• Must have a valid driver's license

Work Environment & Physical Demands

• May on occasion be exposed to loud sounds and distracting noise levels
• Works in close proximity to others

Benefits

• Day one 100% Employer paid, Health, Dental, Vision, Life, STD & LTD Insurance
• Generous Paid Time Off & Holiday Pay
• Matching 401(k) Retirement Plan
• Corporate Discount Program
• Professional Development Opportunities
• Employee Assistance Program
• Paid Parental Leave
• Wellness Partnership Benefits

MLF PURPOSE & VISION

We empower communities into a lifestyle of service with the homeless.

MLF MISSION

We provide food and clothing, cultivate community, and promote dignity to our homeless brothers and sisters in need.

GOALS

• Transform the way people view the stereotype of those who find themselves homeless
• Reconnect the homeless to self, family and community
• Help the chronically homeless rediscover and utilize their God-given talents to do purposeful work
• Connect human to human, heart to heart through the fellowship of food and hospitality
• Inspire people into a lifestyle of abundance by giving their best first

BELIEF STATEMENTS

The vision is supported by belief statements centered on our belief that homelessness is the result of a profound, catastrophic loss of family:

• God, infinitely perfect and blessed in himself, in a plan of sheer goodness freely created man to make him share in his own blessed life
• By virtue of being created by God in His image, we are all called to live in community and relationship with Him through each other
• The family is the original cell of social life
• You shall love your neighbor as yourself
• All members of the human family are equal in dignity
• The Lord God took the man and settled him in the Garden of Eden to cultivate and care for it. Gen 2:15

CORE VALUES

MLF is committed to fostering a culture that prioritizes relational connection. We believe there is opportunity in every aspect of our work to be relational in a highly transactional world. In this culture, transactions are means to relational ends, not the other way around.​

​​This begins with the countercultural love poured out by Jesus Christ and grows as imperfect individuals strive to show this love to each other human-to-human, heart-to-heart.​

​​Each individual's openness to the journey of their own personal growth is essential in building our relational culture, and we believe this culture flourishes as we each continuously strive to more fully embody these four core values:

• Faith: We define Faith as the foundational belief that our world and all our work belong to God. This allows us to engage our work with joy and lightheartedness, knowing that we are not ultimately in control.
• Humility: We define Humility as rightly viewing oneself as a single piece of a grander story. This humility leads to a view of oneself that is neither too high nor too low.
• Generous Spirit: We define a Generous Spirit as a readiness to give more grace, mercy, and hospitality than is necessary or expected. This posture allows us to see others for who they are, not what they do.
• Integrity: We define Integrity as a wholehearted commitment to doing right by God, ourselves, and others. This wholeheartedness shows itself in consistently choosing honesty, responsibility and ownership in all actions and decisions.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

MLF is committed to creating a diverse environment and is proud to be an equal opportunity employer. Personnel are chosen based on ability without regard to race, color, religion, sex, national origin, genetics, disability, marital status, or sexual orientation in accordance with federal and state law.